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Questions and Answers

What should hotel staff do when dealing with complaints?

  • Be indifferent and not listen to the guest
  • Be rude and unhelpful
  • Be aggressive and confrontational
  • Be polite and helpful (correct)

    • Why should hotel staff listen to a guest's entire complaint without interrupting?

  • To avoid resolving the issue
  • To waste time
  • To make the guest feel more important (correct)
  • To show that they are not interested in the guest's problem

    • What is one way to reduce customer complaints before they happen?

  • Identify and resolve problems before they come to the customer's attention (correct)
  • Offer a free room upgrade
  • Give the customer a discount on their next stay
  • Ignore the customer's complaints

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